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SAP C_C4H56I_34 Exam Syllabus Topics:

Topic	Details
Topic 1	Cases: This topic equips SAP Consultants with the processes for handling customer cases, including creation, updates, and resolution. Techniques for routing cases to suitable agents and setting up escalation rules are highlighted, ensuring efficient case management and escalation handling for superior customer service.
Topic 2	Master Data: This topic familiarizes SAP Consultants with essential processes for managing master data, including customer data creation, maintenance, and archival. It also delves into managing service offerings and product data to align with business needs. Data migration strategies are explained, ensuring the successful import of existing records into SAP Service Cloud while maintaining data integrity.
Topic 3	User Management: Here, SAP Consultants explore the mechanisms of controlling access within the system through role-based permissions and onboarding processes for new users. Audit logging techniques are also covered here.
Topic 4	Service Elements: SAP Consultants delve into configuring service level agreements (SLAs) to uphold service delivery standards, establishing workflows with approval mechanisms, and implementing feedback tools for customer satisfaction. These elements ensure structured and customer-focused service operations.
Topic 5	Service Objects: This topic introduces SAP Consultants to the creation and customization of service objects that facilitate the management of specific service requests. Linking service objects to cases is also discussed, ensuring effective organization and improved case handling in the service lifecycle.
Topic 6	Communication Channels: SAP Consultants learn about configuring multiple communication channels such as email, chat, and phone, integrating CTI systems for enhanced communication efficiency, and monitoring channel performance. This ensures effective customer interaction and channel optimization.

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100% Pass Quiz SAP - Updated C_C4H56I_34 - SAP Certified Application Associate - SAP Service Cloud Version 2 Latest Test Prep

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SAP Certified Application Associate - SAP Service Cloud Version 2 Sample Questions (Q40-Q45):

NEW QUESTION # 40
Which types of master data can be used in case routing? Note: There are 2 correct answers to this question.

A. Team
B. Account hierarchy
C. Responsible employee
D. Contact

Answer: A,C

Explanation:
In SAP Service Cloud Version 2, you can use case routing rules to automatically assign cases to a team or a responsible employee based on various attributes of the case, such as subject, priority, channel, or category.
You can also use master data such as account, contact, product, or organization as attributes for case routing rules. However, account hierarchy is not a valid attribute for case routing, as it is not a master data object but a relationship between accounts. Contact is also not a valid attribute for case routing, as it is not directly related to the case but to the account or individual customer. References = Configuring Case Routing Rules, Master Data

NEW QUESTION # 41
Which of the following configuration activities are part of SAP Service Cloud Version 2? Note: There are 2 correct answers to this question.

A. Set up Agent Desktop
B. Maintain case types
C. Set up deals
D. Set scoping attributes

Answer: B,D

NEW QUESTION # 42
Which services can be added to a business role? Note: There are 2 correct answers to this question.

A. Maintenance plan
B. Measurements
C. Installed base
D. Warranty

Answer: B,C

Explanation:
In SAP Service Cloud Version 2, "Installed Base" and "Measurements" are two of the services that can be added to a business role. The Installed Base service allows for the management and tracking of a customer's installed products or equipment, enabling service agents to have a comprehensive view of the customer's assets for better service and support. The Measurements service, on the other hand, enables the tracking and recording of various metrics or performance indicators related to the installed base or service processes. This service is crucial for monitoring performance, ensuring quality, and making informed decisions based on empirical data.

NEW QUESTION # 43
Which user types are available within SAP Service Cloud Version 2? Note: There are 2 correct answers to this question.

A. Business
B. Administration
C. Development
D. Technical

Answer: A,B

Explanation:
In SAP Service Cloud Version 2, the primary user types are:
* Business (A): Standard users (e.g., agents, managers) who perform daily operational tasks like case management.
* Administration (B): Users with system configuration and administrative privileges (e.g., configuring workflows, roles, and settings).
Why other options are incorrect:
* C. Technical: Not a predefined user type in SAP Service Cloud.
* D. Development: Refers to roles in app-building tools (e.g., SAP Build), not within Service Cloud user types.
References:
* SAP Service Cloud Administration Guide: "User Types and Permissions".

NEW QUESTION # 44
Which objects can you assign to an installed base? Note: There are 2 correct answers to this question.

A. Customer
B. Registered product
C. Maintenance plan
D. Warranty

Answer: B,C

NEW QUESTION # 45
......

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C_C4H56I_34 exam training material & SAP C_C4H56I_34 demo free download study

SAP C_C4H56I_34 Exam Syllabus Topics:

100% Pass Quiz SAP - Updated C_C4H56I_34 - SAP Certified Application Associate - SAP Service Cloud Version 2 Latest Test Prep

SAP Certified Application Associate - SAP Service Cloud Version 2 Sample Questions (Q40-Q45):

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